Defining outstanding customer service

…How do you define outstanding customer service?…Is it being friendly?…How about going the extra mile?…Perhaps it involves solving problems.…When I ask people to define outstanding…customer service, I often get very different answers.…They all sound correct, but it's hard to believe…there are so many ways to describe the same thing.…I'd like to give you a definition that combines them all.…Understanding the true meaning of outstanding service, will…help you serve your customers at the highest level.…Here's my universal definition, outstanding customer service,…is service that exceeds your customer's expectations.…

To help explain this a bit more, its helpful to…look at the differences between good, poor and outstanding service.…Good service occurs when a customer's expectations are met.…For example, if your customer expects you be friendly and you treat…that person with respect and courtesy, then you'll have provided good service.…The challenge with good service is it's not very memorable.…That's because we don't tend to remember things that simply meet our expectations.…

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Author

Released

3/6/2014

Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, author and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He'll also share ways to find out what your customers really think about your service, and use their feedback to improve.

Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.

Topics include:

What is outstanding customer service?

Identifying your customer

Creating a customer service vision

Enhancing likability in person, over the phone, and via email

Actively listening to customers

Going the extra mile

Taking ownership of problems

Diffusing angry customers

Using data to evaluate and improve your customer service<br><br>

The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.